In extreme cases where you are unable to access your website from certain locations, the support engineers at may request the output of a “ping” or “traceroute” from your location to the datacenter. These network diagnostic tools test your connection to our servers and can be helpful when tracking down unusual network issues.
Performing a traceroute from Windows
- Click “Start” on the Windows Desktop, then “Run”.
- In the prompt which appears, enter command and click on “OK”.
- At the command prompt, enter the following command: tracert yoursitedomain.com >> Desktop\trace.txt
- Attach the trace.txt file from your desktop to the support ticket that you have submitted.
Performing a ping from Windows
- Click “Start” on the Windows Desktop, then “Run”.
- In the prompt which appears, enter command and click on “OK”.
- At the command prompt, enter the following command: ping yoursitedomain.com >> Desktop\ping.txt
- Attach the ping.txt file from your desktop to the support ticket that you have submitted.
Performing a traceroute from Mac OS X
- Open the “Network Utility” program from the Utilities subfolder of Applications on your hard disk.
- Select the Traceroute tab, then enter yoursitedomain.com in the destination field.
- Click “Traceroute“
- Copy the output from the text field in the “Network Utility” program and paste it into your support ticket.
Performing a ping from Mac OS X
- Open the “Network Utility” program from the Utilities subfolder of Applications on your hard disk.
- Select the Ping tab, then enter yoursitedomain.com in the “Enter the address to ping” field.
- Click “Ping“
- Copy the output from the text field in the “Network Utility” program and paste it into your support ticket.